FEEDBACK MATTERS

We help organisations understand and improve their performance through harnessing feedback, especially from the people they serve.

Learn more about us

We have four standard offerings, as well as bespoke consulting services.

Keystone performance survey

Manage how you work with others with feedback from partners

Equity, Diversity, and Inclusion Survey

Addressing equity, diversity, and inclusion in international NGOs

Measurement Systems Review

Systematic stress test of how you measure, learn, and improve

CV Learning System

Build your light-touch, bespoke feedback system

Constituent Voice

The recipe for our secret sauce

Working in ways that foster mutual

accountability

Organizations can ask the people they intend to benefit what they think about plans, performance, and reports. When organizations respond effectively to what they hear, we call this Constituent Voice.

Constituent Voice is a tool to manage performance rather than a form of evaluation. Still, feedback data is an early indicator of change taking place and can be triangulated with other evidence of performance and results (including objective measures and impact evaluations) to enrich your understanding of what is happening now.

It is often predictive of future outcomes. In developing the Constituent Voice method, Keystone has drawn from tested customer satisfaction techniques, and has adapted them to the context of development where people’s choice is often limited by the monopolistic position of aid agencies and government service providers.

Radical simplicity

Ask your constituents 2 to 5 questions frequently. This is first a form of engagement. Though the data is reliable.

Net performance

Separate responses as positive, okay, and negative.

Peer Benchmarking

Analyse and compare your feedback with that of similar organisations.

Adaptive Management

Act on feedback and dialogue with constituents. When you improve, so do your feedback scores.

Our Blog

Where you can gain a deeper understanding of our methods and our work

What role does accountability play in the relationship between an organisation and its constituents, and how can accountability support organisational resilience? The core partners of the Resilient Roots initiative are aiming to examine whether organisations are better able to withstand external threats related to closing civic space when they are demonstrably accountable to the individuals[…]

Keystone Accountability is partnering with Better Buying™ Institute as part of a two-year project to co-design and pilot a two-way “Learning Loops” improvement process between buyers and suppliers, with the goal of promoting sustainable business partnerships and achieving mutually beneficial outcomes. This project will incorporate Keystone’s Constituent Voice™ methodology: collecting feedback to track user experience,[…]

In his July Giving Compass blog post, our chief executive David Bonbright shares our secret sauce for crafting artful questions. Every Question Has Three Faces You’ve probably heard some version of the quote attributed to Albert Einstein in which he said if he had an hour to solve a problem, he would spend the first[…]

Keystone Chief Executive David Bonbright’s monthly blog with advice for philanthropists, Mutual Accountability, is published by Giving Compass, a leading US philanthropy support platform. Here’s a re-post of his June 2019 contribution. Philanthropy Can’t Move Faster Than the Speed of Trust In 2009, my organisation, Keystone Accountability, had been invited, alongside commercial marketing experts, to[…]

Beyond the rhetoric: Provocations on power, voice and listening Blagrave Trust and Lankelly Chase joined forces to curate a set of blogs discussing power, privilege and voice in our sector. Here’s the contribution to that series from our chief executive, David Bonbright. Does business listen better than the social sector? David Bonbright, Co-founder and Chief[…]

Keystone Chief Executive David Bonbright’s monthly blog with advice for philanthropists, Mutual Accountability, is published by Giving Compass, a leading US philanthropy support platform. Here’s a re-post of his May 2019 contribution. Leading From Behind In Philanthropy Nelson Mandel writes in his autobiography, Long Walk to Freedom, that a good leader “… stays behind the flock,[…]

Giving Compass Feedback Is Having a Moment: Philanthropy Can Make It Permanent Mutual Accountability for Social Change is a monthly series exploring feedback in philanthropy with practical steps for donors. It serves as a primer for the 2020 publication of David Bonbright’s (co-founder and chief executive, Keystone Accountability… Continue reading..

This is a cross-post from givingcompass.org Mutual Accountability for Social Change is a monthly series exploring feedback in philanthropy with practical steps for donors. By David Bonbright Have you asked (or considered asking) a nonprofit how your donation is making a difference? It’s a mistake. While it’s an important and natural question, it is not one[…]

It has been four years since since we began developing a website where organizations could manage feedback loops within a clear, guided and get rapid insights. Our current design for the Feedback Commons has changed a lot! This is quite common when developing products. Here are some key lessons and moments of insight along the[…]

The myth of the development worker as a selfless saint has been busted by recent revelations of unacceptable and sometimes criminal behaviour among the staff of some of the most well-known INGOs. For people working in the sector none of these stories were surprising. While this kind of behaviour has never been in any way[…]

Testimonials

If private markets can produce the iPhone, why can’t aid organizations create and implement
development initiatives that are equally innovative and sought after by people around the world? The
key difference is feedback loops.

“Through this report you proved that you do appreciate the ideas and comments of your funders, clients, and partners. Your request and insistence on comments clarifies and proves your caring and attention for your partners, whether they are closely or lightly related to you.“

OUR TEAM

We like to serve

* David Bonbright

Out to strengthen the voice of the people, as an alternative to prevailing bureaucratic, top-down models of aid and social service delivery.

* Andre Proctor

Programme Director

African historian with 30+ years in development. Focuses on Agro and CSOs in Africa – Impact Planning, Assessment and Learning (IPAL).

Natalia Kiryttopoulou

Senior Consultant

Focuses on design and implementation of Constituent Voice tools and services for a wide range of clients, with unique expertise in designing evaluation systems specifically focused on social value creation.

Kai Hopkins

Senior Consultant

Delivers on all client projects, ranging from standardised products such as measurement reviews and Performance Surveys to bespoke consultancy. He also works for Ground Truth Solutions.

Robina Ibanda

Finance Manager

With over 10 years in finance and experience managing grants from major donors, Robina deals with all aspects of financial management, reporting, accounting, budgeting and forecasting.

Ali Nabi Nur

Consultant

With a background in Anthropology and qualitative research methods, Ali furthers Keystone’s mission by implementing CV tools and services for a broad range of clients.

Laurence Prinz

Consultant

With a double degree in Public Policy and Human Development, Laurence supports the delivery and development of constituency feedback systems, whilst additionally contributing to various aspects of business development.

Amy Jording

Developer and Customer Support

Amy works on the Feedback Commons providing concierge support, working with consultants to build and enhance neighborhood content, and using the data import and management features. She is training in various programming and database languages.

With a background in International Development, Danny supports Keystone’s mission through providing operational, financial, and internal learning assistance.

Yannis Chourdakis

Researcher and Data Analyst

Yannis has a background in Economics and Development Studies, and research experience in international development topics. At Keystone, he takes upon the quantitative and qualitative analyses of data, supporting the team identify key findings and ensuring data quality across Keystone’s products.

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